Agent and Agent group reports provide statistics based on agents and agent group activity.

The Agent reports are listed below

Performance reports

  • Agent and Agent Group by Make Busy Code
  • Agent and Agent Group Performance by Account Code
  • Agent and Agent Group Performance by Period
  • Agent Group Performance by Agent

Event reports

  • Agent and Agent Group Event by Period (hh:mm:ss) (You cannot generate this report over midnight.)

NOTE: If you are running a report on an agent group that has non-email agents, the statistical values in the generated report will be for email agents only.

 


Email Agent and Agent Group by Make Busy Code

The Email Agent and Agent Group by Make Busy Code reports show the frequency and duration in which email agents and agent group are in Make Busy. (See Figure 106.)

The Email Agent and Agent Group by Make Busy Code reports provide the following information:

 

 




Figure 106: Email Agent Group by Make Busy Code

 

 

 

 


Email Agent and Agent Group Performance by Account Code

The Email Agent and Agent Group Performance by Account Code reports show the Account Codes entered by the email agent and the email agent group. (See Figure 107.)

The Email Agent and Agent Group Performance by Account Code reports provide the following information:

 

 



Figure 107: Email Agent Group Performance by Account Code

 

 

 

 


Email Agent and Agent Group Performance by Period

The Email Agent and Agent Group Performance by Period reports show the email handling performance of agents across 15-, 30-, or 60- minute intervals, or by Day of Week, Day of Month, and Month, for the activity period specified. (See Figure 108.)

NOTE: 'Handling time' in the Email Agent Group Performance by Agent report may not align with 'ACD handled time' in the Email Agent and Agent Group Performance by Period reports. In the Email Agent Group Performance by Agent report, the 'Handling time' calculation takes into account an agent's overriding state. 'ACD handled time' in these reports do not. For example, if an agent responding to an email receives another email, their state will change from 'ACD' to 'Ringing'. 'Handling time' in the Agent Group Performance by Agent report will not be calculated while the agent is in Ringing, but 'ACD handled time' will.

The Email Agent and Agent Group Performance by Period report provides the following information:

 

 


Figure 108: Email Agent Performance by Period

 

 

 

 



Email Agent Group Performance by Agent

The Email Agent Group Performance by Agent report shows the workload distribution across the agents in an agent group for the shift duration and day(s) you specify. It reports the email statistics in hours, minutes, and seconds, and provides email counts across agents. (See Figure 109.)

The Email Agent Group Performance by Agent Report provides the following information for individual agents in the group:

 

 



 

Figure 109: Email Agent Group Performance by Agent

 

 

 

 



Email Agent and Agent Group Event by Period (hh:mm:ss)

The Email Agent Event by Period (hh:mm:ss) report displays log on and log off times for the email agent and the total duration the agent spent in various agent states for the day(s) you specify. It reports the email statistics in hours, minutes, and seconds and provides email counts for the agent.

The Email Agent Group Event by Period (hh:mm:ss) report displays log on and log off times for the members of the email agent group and the total duration each agent of the agent group spent in various agent states for the day(s) you specify. It reports the email statistics in hours, minutes, and seconds and provides email counts for the agent. (See Figure 110.)

The Email Agent Event by Period (hh:mm:ss) report is truncated to the first 1000 records. It provides the following information:

 

 





Figure 110: Email Agent Event by Period (hh:mm:ss)